Making a Claim Policies purchased prior to March 2023

Notify the travel agent/tour operator immediately you need to cancel and obtain a Cancellation invoice. If you delay we will only pay for those that you would have had to pay on the date it would have been reasonable for you to cancel.

When returning your claim form please ensure the following original documentation is included:

When returning your claim form please ensure the following original documentation is included:

• Schedule of Insurance (if Annual Multi-trip insurance a copy would be sufficient)
• Medical Screening Confirmation (where applicable)
• Booking Confirmation
• Cancellation Invoice
• Medical Certificate (completed by the usual GP of the person whose condition gives rise to the claim)

Ski Pack Claims

• Written confirmation from the treating doctor that you were unable to use the remaining proportion of your ski pack
• Original Receipts/Invoices for the Ski Pack items showing how many days they were booked for and the amount paid

For Curtailment Claims

• The Medical Certificate completed by the usual treating GP of the person causing the claim
• The Tour Operator’s report into the incident which caused the curtailment (where available)
• Any flight tickets/boarding passes etc. which confirms the return home journey

Download a Medical and Curtailment form. 

Download a Medical Certificate.

The fastest and easiest way to make a claim is online at: www.submitaclaim.co.uk/fre

The process should take approximately 10-15 minutes to complete (depending on the type of claim).

Please submit your claim to Claims Settlement Agencies and you have any questions or concerns you can contact them on the following:

Write to: 308-314 London Road, Hadleigh, Benfleet, Essex SS7 2DD

Email: info@csal.co.uk

Tel: 01702 553 443

Claims Settlement Agencies are open Monday to Friday between 9am and 5pm.

Damage to Baggage/Ski Equipment during your trip

Retain the items in case we wish to see them (note: You may not abandon any property to us). You will need to obtain an estimate for repair or a letter confirming that the damage is irreparable.

Delay of Baggage / Ski Equipment in transit

Retain your tickets/luggage tags and report the matter to the carrier and obtain a Property Irregularity Report form or its equivalent. If your personal baggage is delayed for more than 8 hours on your outward journey and you need to buy or hire essential items, ensure that you keep all receipts.

Loss of Baggage / Ski Equipment, Personal Money, and Travel Documents during your trip

Notify the police as soon as possible (within 24 hours of discovery or as soon as possible after that) and obtain a written report and reference number from them. Also, report the loss to your tour operator’s representative or hotel/accommodation manager and if possible obtain a written report. You will be expected to provide proof of purchase/ownership and/or receipts or pre-loss valuations.

You need to obtain a letter from the airline, railway company, or shipping line (or their handling agents) which shows the scheduled departure time, actual departure time, and the reason for the delay. If You are delayed getting to Your Departure Point, You must provide proof of the delay (e.g. a Police or motoring organisation report) and provide receipts for necessary expenses incurred.

Download a Travel Delay/Disruption Claim Form.

Download a missed departure claim form.

The fastest and easiest way to make a claim is online at: www.submitaclaim.co.uk/fre

The process should take approximately 10-15 minutes to complete (depending on the type of claim).

Please submit your claim to Claims Settlement Agencies and you have any questions or concerns you can contact them on the following:

Write to: 308-314 London Road, Hadleigh, Benfleet, Essex SS7 2DD

Email: info@csal.co.uk

Tel: 01702 553 443

Claims Settlement Agencies are open Monday to Friday between 9am and 5pm.

Please contact the Emergency Helpline & Claims Service:

The fastest and easiest way to make a claim is online at: www.submitaclaim.co.uk/fre

The process should take approximately 10-15 minutes to complete (depending on the type of claim).

Please submit your claim to Claims Settlement Agencies and you have any questions or concerns you can contact them on the following:

Write to: 308-314 London Road, Hadleigh, Benfleet, Essex SS7 2DD

Email: info@csal.co.uk

Tel: 01702 553 443

Claims Settlement Agencies are open Monday to Friday between 9am and 5pm.

Contact Direct Group, the claims administrator for Gadget Cover. Please contact them as soon as reasonably possible (but ideally within 48 hours) from the discovery of the incident (or in the event of an incident occurring outside of the United Kingdom, on returning to the United Kingdom).

Alternatively, you can start your claim by emailing or calling the claims team:

Email: gadgetclaims@directgroup.co.uk

Telephone: 0345 074 4810. If you are phoning from abroad: + 44 (0) 345 074 4810.

The line is open from 8:30 am to 6:30 pm Monday to Friday, and from 8:30 am to 1 pm Saturdays.

You can usually expect to receive one of the following when we receive your completed claim form:

• Electronic payment to cover your claim.
• A request for more information and why we need it.
• An explanation of why your claim is not covered under the terms of the policy.

Please Note – scans & photocopies are acceptable, however, we do always encourage you to retain the original documentation in case we require any particular documents to be sent in for inspection or retention. Examples, where this would be required, are high-value claims (for prevention of fraud) where we are required to retain originals for a certain period of time.